• Assist and provide Microsoft 365 Admin support to Business users on various platform like Azure Active Directory, SharePoint, Teams, Exchange, One Drive, Office like Outlook, Word.• Resolve technical issues for customers: identify the causes, support the client remotely by using virtual machines, find and carry out solutions• Azure Active Directory Portal troubleshooting and deployment• Azure related issues as well as handling cloud device

Major Incident Management• Decide on the correct Severity in terms of conflict• Make Decisions and Escalations wherever appropriate• Control the direction for quicker resolution• Understand the Business risk and Impact for the actions performed during Incident Resolution• Notify Business leads on high priority issues• Take full accountability and responsibility for Priority 1 /2• Verify Data Quality on Incidents• Report Priority 1/2 incidents• Perform specified Reporting as per business requirement• ITIL Foundation Certified• Strong Communication and Presentation Skills (including executive communications)• Excellent people management and administrative skills• Strong facilitation and leadership skills and personality• Analytical skills• Understanding of Business, Clients, Products and Systems• The ability to interact successfully with all levels of the Customer• Experience with Disaster Recovery

* Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based onservice requirements.* Ensure timely and accurate handling of Major Incident records, which includes the creation of (where required), receipt of, processing of fields and workflow, and closure of Major Incidentrecords with all appropriate details.* Ensure that the appropriate Technical Group Member, Service Delivery Manager (SDM) and Delivery Project Executive (DPE) resources have been escalated to within the given time frames toassess technical and business impact. This requires utilizing the Escalation matrix to get appropriate level of focus.* Ensure that all required parties are engaged and that everyone involved is escalating to the next level if it is determined that higher level technical and management escalation is requiredbased on the impact and estimated recovery time.* Manage notifications and/or broadcast messages as per defined SLAs, providing accurate and quality information to the required stakeholders.* Manage primary communication methods include phone, E-mail and SMS via preferred tool set(s), and ensure accurate and timely communications to internal and approved externalstakeholders, including management.* Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a 'true' business impacting event.